At a Glance
- Tasks: Lead a dynamic team to drive customer success and revenue growth in a fast-paced environment.
- Company: Join an ambitious, fast-growing business in logistics and technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Other info: Embrace a culture of innovation and continuous improvement while working with cutting-edge technology.
- Why this job: Make a real impact by shaping customer experiences and driving strategic growth.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills required.
The predicted salary is between 80000 - 100000 € per year.
About the opportunity
We are partnering with an ambitious, fast‑growing business operating across fulfilment, manufacturing, technology, and AI solutions to appoint a Head of Customer Experience. This is a senior leadership role for a commercially minded, people‑focused leader who thrives in fast‑paced environments and has a proven track record of driving customer success and revenue growth at scale. You will lead the Customer Experience function, taking ownership of revenue growth, retention, and long‑term strategic partnerships across the existing customer portfolio.
Leading a team of Client Development Managers, you will set the direction for how our client engages, grows, and retains its customer base – building a high‑performing, commercially driven CX function that operates as a relationship‑led engine for revenue growth. You will also act as the most senior strategic partner to the highest‑value customers, while empowering your team to own and develop the broader portfolio.
What you'll be doing
- Team leadership & development
- Lead, manage, and develop a team of Client Development Managers, setting clear expectations, KPIs, and growth plans.
- Build a high‑performing, commercially driven CX function with a strong culture of accountability and customer focus.
- Coach CDMs in relationship management, commercial skills, technology adoption, and presentation standards.
- Set and monitor team performance against revenue, retention, and engagement targets.
- Foster a culture of innovation, continuous improvement, and customer‑first thinking.
- Customer strategy & portfolio growth
- Define and lead the overall customer growth strategy across the existing portfolio.
- Own and develop relationships with the top 10 customers by revenue, partnering with founders, directors, and senior stakeholders.
- Develop account growth plans focused on increasing customer lifetime value, wallet share, and long‑term retention.
- Drive proactive commercial engagement, identifying and converting upsell, cross‑sell, and renewal opportunities.
- Ensure QBRs, strategic reviews, and executive engagement are consistently delivered.
- Revenue growth & commercial development
- Take ultimate accountability for revenue growth across the existing customer portfolio.
- Set and deliver revenue targets across the CDM team.
- Lead and support commercial discussions, negotiations, and renewals at senior customer level.
- Collaborate with the COO and leadership team to align customer growth strategy with wider business objectives.
- Develop scalable commercial processes and frameworks.
- AI, technology & operational alignment
- Champion adoption of AI and technology capabilities across the customer portfolio.
- Work closely with Operations, Tech, AI, and Customer Operations teams to align customer expectations with operational delivery.
- Lead rollout and adoption of new customer‑facing systems and AI‑driven solutions.
- Translate customer feedback into strategic improvements across operational and technology functions.
- Customer experience & continuous improvement
- Set the standard for customer communication across the team.
- Monitor customer satisfaction and proactively manage risks to retention and account growth.
- Analyse customer feedback, trends, and performance data to identify opportunities and risks.
- Partner with Continuous Improvement, Tech, and AI teams to improve customer‑facing systems.
- Departmental leadership & strategy
- Lead the CX department, setting OKRs, reporting on performance, and owning strategic planning.
- Represent the voice of the customer at leadership level, influencing product, operational, and commercial decisions.
- Build the CX function to scale in line with the business's growth trajectory.
What we're looking for
- Proven track record in a senior customer experience, account management, or client success leadership role.
- Demonstrated experience managing and developing a team of account managers, CDMs, or customer success professionals.
- Highly commercially minded with a strong ability to identify, develop, and convert revenue growth opportunities within existing accounts.
- Strong relationship‑building and stakeholder management capability, with experience engaging at founder, director, and C‑suite level.
- Excellent communication, presentation, and strategic planning skills.
- Strong understanding of operational, technology, and AI‑driven business solutions.
- Proven ability to set strategy, build scalable processes, and translate commercial objectives into team‑level execution.
- Strong problem‑solving and decision‑making capability within fast‑paced, high‑growth environments.
- Data‑driven mindset with the ability to identify trends, commercial risks, and growth opportunities.
- Experience working cross‑functionally across operations, technology, customer support, and commercial teams.
- Understanding of fulfilment, logistics, manufacturing, or supply chain environments is advantageous.
How you'll work
Our client's values shape how the team operates every day:
- People Focused - Build genuine relationships through authentic communication, curiosity, and trust.
- Accountable - Take ownership from start to finish, maintain high standards, and drive resolution at source.
- Growth Mindset - Continuously improve, embrace feedback, and challenge existing ways of working.
- Energy - Bring positivity, urgency, resilience, and solution‑focused leadership every day.
Key performance indicators
Success in this role will be measured against revenue growth across the existing customer portfolio, customer retention rate, customer lifetime value growth, NPS, churn reduction, CDM team performance, QBR completion rate, senior stakeholder engagement across top 10 accounts, and team development and retention.
We are committed to building diverse and inclusive teams, and we partner with clients who share that commitment. Applications are welcomed from all qualified candidates regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We're focused on hiring the best person for the role and creating an environment where everyone can do their best work.
Head of CX & Growth (B2B Logistics) employer: The Growth Foundation
Join a dynamic and rapidly expanding company that prioritises people and innovation, offering a vibrant work culture where your contributions directly impact customer success and revenue growth. As the Head of CX & Growth, you will lead a talented team in a supportive environment that fosters professional development and embraces cutting-edge technology, ensuring you have the tools and resources to excel in your role. With a commitment to diversity and inclusion, this is an exceptional opportunity to thrive in a fast-paced B2B logistics landscape while making a meaningful difference.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CX & Growth (B2B Logistics)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how your skills can contribute to their growth. Tailor your responses to show you’re not just a fit for the role, but also for their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on articulating your past successes in driving customer success and revenue growth, as these are key for the Head of CX & Growth role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team and contributing to our mission.
We think you need these skills to ace Head of CX & Growth (B2B Logistics)
Some tips for your application 🫡
Show Your Leadership Skills:In your application, make sure to highlight your experience in leading teams and driving customer success. We want to see how you've developed others and set clear expectations in previous roles.
Be Commercially Minded:Demonstrate your ability to identify and convert revenue growth opportunities. Share specific examples of how you've driven revenue growth in past positions, as this is key for us.
Tailor Your Application:Make your application stand out by tailoring it to our job description. Use the same language and focus on the skills and experiences that align with what we're looking for in a Head of CX & Growth.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at The Growth Foundation
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the company's customer experience strategies. Understand their current approach to client engagement and retention, and think about how you can enhance it. Be ready to discuss specific examples from your past that demonstrate your ability to drive customer success and revenue growth.
✨Showcase Your Leadership Style
As a Head of CX & Growth, your leadership style is crucial. Prepare to share your experiences in managing and developing teams. Highlight how you've set clear expectations and KPIs in previous roles, and be ready to discuss how you foster a culture of accountability and innovation within your team.
✨Prepare for Commercial Conversations
Since this role involves driving revenue growth, brush up on your commercial acumen. Be prepared to discuss how you've identified and converted upsell and cross-sell opportunities in the past. Think of specific metrics or outcomes that showcase your success in these areas.
✨Align with Their Values
The company values are key to their culture. Familiarise yourself with their focus on being people-focused, accountable, and having a growth mindset. During the interview, weave these values into your responses, demonstrating how your personal philosophy aligns with theirs and how you can contribute to their positive work environment.
